EP 1569397 A2 20050831 - Contact center using instant messaging
Title (en)
Contact center using instant messaging
Title (de)
Anrufzentrale unter Verwendung von sofortiger Nachrichtenübermittlung
Title (fr)
Centre de contact utilisant messages instantanés
Publication
Application
Priority
US 78792204 A 20040225
Abstract (en)
The present invention provides various contact center embodiments for interacting with customers using instant messaging. In one embodiment, the contact center is configured to receive instant message notifications from a customer when the customer is available for contact by instant messaging. In another embodiment, the contact center is configured to route sessionless instant messages only to a selected agent for a specified period of time. In another embodiment, the contact center is configured to provide to customers presence information for administered instant message addresses before the customers contact the contact center. In another embodiment, the contact center is configured to perform an outbound instant messaging campaign or alert with customers. <IMAGE>
IPC 1-7
IPC 8 full level
G06F 13/00 (2006.01); H04L 12/58 (2006.01); H04M 3/51 (2006.01); H04M 3/523 (2006.01)
CPC (source: EP US)
H04L 51/04 (2013.01 - EP US); H04M 3/5141 (2013.01 - EP US); H04M 3/5191 (2013.01 - EP US)
Citation (examination)
EP 1206106 A2 20020515 - GENESYS TELECOMM LAB INC [US]
Designated contracting state (EPC)
DE FR GB
DOCDB simple family (publication)
EP 1569397 A2 20050831; EP 1569397 A3 20051228; CA 2497421 A1 20050825; JP 2005243030 A 20050908; JP 5165835 B2 20130321; US 2005187781 A1 20050825; US 9398152 B2 20160719
DOCDB simple family (application)
EP 05251113 A 20050224; CA 2497421 A 20050217; JP 2005050197 A 20050225; US 78792204 A 20040225